Hôtel Altapura Val Thorens

Really enjoyed our stay as a family! Top : spacious rooms with breathtaking views, kids club well managed, 3 restaurants, and lounge with a fireplace a real plus, great spa treatments. Very professional team ! Pool a bit small at peak hours and ski room access a bit difficult. Overall a great experience, will happily come back next year !

Altapura Is No Longer a Five-Star Hotel I have stayed at Altapura before, but this time was a completely different and disappointing experience. The hotel has dropped in quality and no longer offers the five-star luxury it advertises. Service & Housekeeping – A Joke Rooms were not cleaned most days, and towels and sheets were only replaced when requested. The concierge charged a 5% commission just to assist with ski passes—something that should be a standard, complimentary service. Management was dismissive when we raised concerns about service, safety, and food quality. Food & Facilities – Not Worth the Price Breakfast was chaotic—waiting 20 minutes for an omelet is ridiculous in a luxury hotel. The buffet was mid at best. The spa was overcrowded and dirty, far from a relaxing experience. We had to leave the hotel for dinner every night because the food was so bad. Final Thoughts – Never Again I travel to luxury ski resorts twice a year, and this was easily the worst experience I’ve had at a so-called five-star hotel. If you’re expecting real five-star service, Altapura is not the place.

We are annual visitors, we keep coming back! Great location, wonderful spa, kids club gives kids a bit of independence and something else to do, onsite ski shop, variety of room types… we can’t seem to beat it. This time our trip was made especially special by Camilla who left our daughter riddles to solve when housekeeping, our daughter adored it. Thank you Camilla, from a very excited 9-year old! You made her trip!

Excellent location, right on the slopes, with views to die for. Fantastic breakfast, everything you could want and the kids were in heaven. Bar and restaurant area nice, and great spa and ski hire facilities (although incredibly expensive!). We had a duplex family suite, and the beds downstairs were not made back into sofas, so there were only two seats which made it feel very cramped. The decor was cheap and tired. We were also charged for mini bar drinks we didn’t have, as well as some spa treatments. When we said we didn’t use them we were treated suspiciously. For location it can’t be beat but this didn’t feel like 5 star accommodation (but at 28 euros for two small glasses of Prosecco it was definitely 5 star prices)

Worst Hotel Ever – Stay Away||||This was hands down the worst hotel experience I've ever had. It's amazing how the hotel has deteriorated since the last time we stayed there.||||Zero management: The place is run by a group of young, inexperienced staff sometimes doing what they can — but without any guidance or leadership. The result? Poor service, disorganization, and even a shockingly arrogant attitude. ||||The food is inedible: Literally. Almost every review mentions it, and we experienced it firsthand. Guests openly complained during meals, but the hotel clearly doesn’t care. It’s baffling that they continue to serve food this bad.||||The spa is a disgrace: Run down, outdated, and borderline disgusting. After a day of skiing, it should be a place to unwind — instead, it’s a major letdown.||||Housekeeping is a joke: You have to beg to get your room cleaned, and apparently they allow themselves to clean until 16:30. That means after skiing, you might return to a dirty room with no fresh towels. When they do clean, it’s rushed and superficial.||||Unsafe shuttles: Because the food is so awful, we had no choice but to shuttle into town to eat. The hotel provides shuttles, but their young drivers speed through curves while staring at their phones. When we pointed it out, they just ignored us and got angry..||To make matters worse, we attempted to speak with the manager—an experience that somehow made things even more infuriating. She clearly has no interest in guest satisfaction and behaves as though she actively dislikes the people staying at the hotel. After we voiced our concerns, she completely avoided us, hiding from any interaction. When we did cross paths, she blatantly ignored us, as if punishing us for daring to complain. Her attitude was cold, dismissive, and shockingly unprofessional—exactly the kind of behavior you’d expect not to find in a luxury hotel.||||No accountability: The hotel refuses to accept any kind of feedback or complaints. They’re more than happy to take your (significant) money, but their treatment of guests is dismissive, even humiliating.||||Altapura ownership, wake up! We do have other options — and next time, we’ll be taking one of them.

I am a well-travelled London-based oncologist (holidays this year so far include Tschuggen Grand Hotel in Arosa , Switzerland in January and Four Seasons in Koh Samui, Thailand in February) and hail from a family with a business rooted in housing development and the hotel industry in Asia. I hope my experience and opinion of this hotel will help future travellers, as well as the owner of Altapura, in case they lack awareness of what is occurring on the ground. ||||I stayed at this property between 23rd and 29th of March 2025 on my own to participate in a ski week. I had booked a club room 2-3 weeks prior and all the other five-star hotels in Val Thorens had already been booked out by then. ||||I summarise the main issues I had encountered below which include a missing wallet:||||1) On the day of arrival (Sunday), after a very hasty check-in ( I later learnt from the front office manager that I should have been shown around the property, and informed of useful information eg. shuttle van operation hours which later became relevant), I was sent three suitcases to my room, all of which did not belong to me. Thankfully, I was there to rectify this quickly and my belongings did not fall into the wrong hands for too long. ||||2) On the second day (Monday), I was due to attend a group ski lesson at Prosneige ski school. I was all decked up in ski gear, and told the concierge (and showed written notes on my phone that said 'Prosneige Ski School') where I needed to go. Unfortunately, I was taken to the Prosneige ski SHOP, where I waited for 45 minutes before realising it was the wrong drop-off point. This is surprising given that Prosneige ski school has a well-known, large meeting area and by the time I was taken there, I had already missed the group class. ||||3. Given the above hiccups (plus other service-related issues), I asked to speak with the front office manager, Morgane Leclert, who initially appeared sympathetic and promised to look into possibly recovering some of cost of the missed ski class. Of note, she also immediately pointed out the correct venue for Prosneige ski school on a map without any hesitation, and indeed told me I did not require shuttles for future classes as I could access it via a 'magic carpet'. However, she very slyly did a complete U-turn on the day of check out and denied any accountability of the missed class as 'they are a few Prosneiges'. ||||4. A few hours after I had voiced my complaints to Morgane on Monday evening, who then spoke with the concierge team, rather disturbingly coincidentally, my wallet went missing. I had gone out on Sunday night with the wallet to withdraw some cash which I had intended to tip hotel staff with (to hopefully incentivise them given the poor performance thus far). After the cash withdrawal, I was taken straight back to the hotel with the hotel shuttle. I went straight to their Italian restaurant for dinner before retiring to my room. I discovered it had gone missing on Monday around 10 p.m. (I did not take it out skiing in the day), and I reported this straight away to a night reception staff at about 10.30 p.m. who said she would check with the restaurant/shuttle drivers straightaway, and asked me to follow up with the team the following morning. The next morning, her colleagues did not have any knowledge of the missing wallet, and I reiterated the issue to the front desk, as well as to a member of the concierge team Margot. ||||By then, I had cancelled most of my cards contained within the missing wallet, and sought advice from American Express Platinum concierge regarding potential insurance claims. I understood that I could simply provide a report from the hotel, particularly if I believed that it went missing on hotel grounds. Margot from concierge agreed with this, and said she would ask the front office manager, Morgane, tomorrow to issue a letter that will be signed by the director. ||||However, another U-turn happened three days later on Friday 4.30 p.m. when upon checking on the progress of the letter for insurance, Margot told me that her General Manager Michela would not authorise the letter as there is no proof that I lost the wallet on the hotel property. They advised going to the police but it was already Friday evening, and the day before my departure on Saturday morning. They then reluctantly agreed to issue a letter but it said that they had advised me to report to the police, which was not the original advice, and certainly not something I could action on before my departure. ||||The sequence of events and U-turns even on basic things such as reporting a missing valuable either reflect their utter incompetence or a deliberate scheme to minimise reports of missing items to the police. ||||What was even more bizarre was that they had absolutely zero interest in collecting information from me relating to the events surrounding the missing wallet, the content of the wallet etc. I had to volunteer this information just before my departure so that they would embellish the letter for insurance claim (which alas they did not include). Given that this is a case of potential theft on the hotel ground, their apathy for guests' safety and security is alarming to say the least. I requested to speak with the General Manager, Michela Farzalano but was informed she would be away until 7 p.m. on Thursday. As I had plans at 7 p.m., I could not speak with her but anticipated we would talk at check out the following morning. But at checkout, she just looked over and walked past me, either not being aware of this issue, or just refused to engage, which would be in line with the general ethos of this place. ||||Other issues that are pertinent:||||1) The hotel is some distance away from the town centre (about twenty minutes by foot), and requires walking upslope. They provide a shuttle van (just one I believe), but the service ends at 11 p.m. There are no taxis in the village. Therefore, if you were to stay out in town until after past 11 p.m. (and the night life is thriving in Val Thorens, with Malaysia, the late-night venue, typically closing at 4 a.m.), then you will need to walk it, and the terrain can be rather treacherous particularly when visibility becomes bad, as it was in the evening of 28th of March. ||||2) As per many previous reviews, the food in both their Italian and Asian restaurants are very mediocre. I had dinner there in the first couple of nights, but had to resort to dining elsewhere following that. ||||3) Breakfast is also mediocre with poor service. You can see many people resorting to taking napkins/cutleries from other tables themselves and chasing up on coffee orders, as did myself. ||||4) Staff attitude - many staff members appear very young and are perhaps in their first season of work at the hotel. Some are trying their best, but many need proper training in hospitality. Two specific examples I found puzzling were:||||a) when asked if there is any chance housekeeping could be done 5-10 minutes earlier so that I could get to my private ski session in time, I was told by the reception staff 'I am not the cleaner'. Of course I appreciated she was not the cleaner, but perhaps she could pass that on? ||||b) when asked whom I could have a word with regarding the issues I had, a front desk girl said either herself, or her manager, Morgane. I said I would prefer to speak to Morgane, and she just shrugged her shoulders and walked off. ||||5) Housekeeping can take place till 4.30 - so unless they accommodate your special requests, don't expect your room to be necessarily cleaned by then. ||||All in all, it has been a nightmarish stay with concerns for the safety of myself and belongings. At one point, I thought I was being targeted for my minority traits, but I can see that there have been similar reviews here - I totally resonate with Sandra B's review on 21st of March and with another reviewer who received retaliation from staff following negative feedback. ||||I spent 2200 euros at the hotel, and another 3200 euros for the rooms for 6 nights, averaging 1000 euros daily and never have I felt so relieved escaping the property this morning. In my eyes, there is a total lack of leadership, or Michela might just be taking the laissez-faire attitude a little too far, that the hotel becomes a ground for the staff to prey on the guests they have issues with. I guess the silver lining is that I had acquired another first life experience! And I got better with skiing, so that's good................

Great location and very comfortable and clean rooms. All staff were very friendly and helpful, from reception to room service. The only things we didn’t like were the quality of the fondue at Laiterie and the smell of smoke coming in from the smokers area. Otherwise we had a great stay.

Val Thorens has always been my favorite ski resort, and this time, my stay at the Altapura Hotel made the experience even more exceptional. From the moment I arrived, everything was flawless. The staff is absolutely outstanding—warm, attentive, and always ready to go the extra mile. Their professionalism and hospitality set the tone for a truly unforgettable stay. Every detail of the hotel, from its stylish decor to its luxurious amenities, contributes to an amazing atmosphere of comfort and relaxation. Whether it’s the well-appointed rooms, the incredible spa, or the fantastic dining options, there isn’t a single thing that needs improvement. Altapura exceeds expectations in every way. Without a doubt, a solid 10/10! I highly recommend it to anyone looking for a top-tier ski resort experience.